These hospitality soft skills involve not only direct interaction with clients, but also the management of teams whose goal is to satisfy customers in what is most decidedly a labor-intensive industry.

1. Top 10 Skills
Hospitality and tourism
soft skills

2. Soft skills are of paramount importance for
succeeding in what is first and foremost a
‘people business’.
These hospitality soft skills
involve not only direct
interaction with clients, but
also the management of
teams whose goal is to
satisfy customers in what is
most decidedly a labour-
intensive industry.

3. It should never be forgotten that it’s the customer who provides
the funds to pay salaries and other expenses which allow a hotel
or restaurant to remain profitable and reinvest in its
infrastructure. Thus, it is essential that employees and managers
succeed in satisfying and even delighting customers. Excellent
customer service skills is all about understanding the customer’s
needs and being able to deliver a positive customer service
experience.
Customer service skills
01

4. One of the key skills needed in the hospitality industry is to be able to
network effectively. Unlike many other sectors of business, networking
in this field is not about job-hopping, but is rather a way to stimulate
repeat business from customers. Building a loyal clientele who are
interested in returning to the hotel/restaurant/tour will, in the long run,
also enhance one’s career. Of course, it’s also important to be able to
demonstrate to employers that customers are returning thanks to the
relationship cultivated with them. Learning to use language that
employers like to hear, such as ‘client relationship management’ and
‘guest relations’ during job interviews, can enhance one’s chances of
being hired.
Networking skills
02

5. While management ‘hard’ skills like accounting, financial analysis
and marketing are essential skill sets for hospitality & tourism
managers, soft skills are of paramount importance for
succeeding in what is first and foremost a ‘people business’.
Top 10 hospitality and
tourism soft skills
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6. Communication skills
03
Exceptional communication skills are highly valued in
most industries and the higher up one gets in the
hierarchy, the more important they become. In the
hospitality and tourism business, each day can involve
contacts with people of a variety of backgrounds, ages,
nationalities and temperaments. Thus, it is important to
be able to communicate in a way that represents the
business while at the same time speaking to customers in
a way that they can understand and relate to.

7. Organizational skills are at a premium in the hospitality
and tourism trade. Given the need to multi-task and
respond to spur-of -the-moment requests, it is
necessary to maintain an organizational structure so as
to be able to accomplish daily tasks in an efficient
manner. One piece of advice: plan each day ahead
keeping a checklist of things that need to be done. This
will also help you develop strong time management
skills.
Organizational skills
05
Compared to other professions, hospitality and tourism
jobs often demand that employees work odd hours like
nights and weekends. It is also necessary to be able
switch rapidly from one task to another as the situation
may arise. Thus, flexibility is an essential attribute to
succeed in the hospitality and tourism sector.
Flexibility skills
04

8. It may sound trite to mention this one, but it can be
noted that many young people start out in the
hospitality field with an enthusiastic outlook, but don’t
realize how demanding the work is and consequently
get bored quickly. If they fail to understand that their
job is to keep clients happy no matter the cost, such
individuals will never progress beyond entry-level jobs.
Commitment
07
Language skills are a particular plus in the hospitality
field as they increase one’s value as an employee.
Speaking clients’ language enables one to establish a
more intimate relationship with them which promotes
customer satisfaction and loyalty.
Language skills
06

9. It is essential that hospitality professionals be prepared to accept
challenges in the workplace no matter how difficult the task may
appear. Resolving a difficult situation for an employer boosts one’s
chances of getting a pay rise and /or a promotion. Exuding
enthusiasm for one’s job, instead of being sour, will enhance one’s
esteem both from customers and employers. For example, Kurt
Ritter, the former CEO of Rezidor Hotels (and a graduate of the
Ecole hôteliere de Lausanne), adopted the motivational tagline of
“Yes, I can!” for his staff.
Can-do attitude
08

10. Being able to fulfil multiple roles in a hospitality or tourism
enterprise is a way for employees to render themselves
indispensable to their employers. It’s important to be able to
juggle different tasks simultaneously, while completing each task
assigned. Thus the ability to multitask may be one of the most
important skills in this industry. One way for students to get a head
start in developing their ability to multitask is to work on the side
while pursuing their studies.
Multitasking skills
09

11. Hospitality and tourism enterprises are more likely than most to deal
with customers of a variety of nationalities and cultural backgrounds.
The ability to be culturally aware and get past one’s own cultural
norms is crucial to building a successful career in this sector.
Typically customers will not always share the same values, belief
systems and perceptions, so it’s important to break free from cultural
barriers. Cultural awareness is an essential social skill that will help
customers feel comfortable and at home with their surroundings. The
goal is satisfy their needs and wants, so as to turn them into repeat
customers.
Cultural awareness
10

12. 91% of employers agree that soft skills development is
very important to the future of recruiting
HOSPITALITY SKILLS
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